Continuity Management undertakes to prevent that a serious, unforeseen service outage results in major consequences for the business. These outages could be caused not only by faults in the IT infrastructure (viruses, denial-of-service attacks...) but also by natural disasters (flooding, fire, earthquakes...).
The Continuity Management module of the service of Proactivanet Service Desk is in keeping with the ITIL® best practices and the requirements of the ISO 20000 standard and it covers:
- Proactive tasks that assist organizations in searching for measures that prevent or minimize the consequences of a serious service outage.
- Reactive tasks that establish the policies and procedures needed to restore service as soon as possible.
For those services that significantly affect the business from the first instants of unavailability, it will be necessary to implement a risk reduction strategy that allows us to:
- Identify the risks that can affect services, by analyzing the impact that each risk would have on each service.
- Discover the threats that could cause the risk to materialize, by identifying the probability that this threat becomes a reality.
- Propose and implement mitigating actions to reduce the impact of risks, decrease the probability of threats or consolidate the current status.
In addition, since the Continuity Management is integrated with the rest of ITSM processes, it is possible to automate the control of restoration times, display the impacts and dependencies of recovery, have specific service level agreements during contingency periods, keep support technicians informed regarding possible emergency situations, etc.
The final goal is that the business can continue to operate even during the occurrence of one of these serious circumstances!!!
- Have there been important service outages in the past, and did technicians not know what to do? Are there fears that this could happen again and that the organization’s reputation could be jeopardized?
Proactivanet Continuity Management helps set up clear and perfectly defined frameworks for action that assist the technicians in identifying not only incidents potentially critical for the business but also how to respond at these times, without panic setting in, and by restoring the services that are really critical for the business in the first place. Moreover, the integration of these plans into the knowledge base, together with the CMDB, enables technicians to become acquainted with and acquire training in these methods for action in case of disasters.
- Is the budget insufficient for implementing adequate continuity plans? Does the business prioritize investments in its actual critical necessities?
The business impact analysis (BIA) serves to identify the critical services that it is advantageous to support with preventive strategies (greater investment required), distinguishing them from critical services for which it is sufficient to put in place a reactive recovery strategy (less investment required).
- Does the business want to define recovery plans, but it is not easy to know where to start, and there is no budget or specific resources? Proactivanet
The alignment of Proactivanet with the ITIL best practices will guide you in the process of creating continuity plans, staring from conducting the business impact analysis, which will not only help prioritize tasks, but also demonstrate the need for resources to tackle the project by comparing the investment with the possible losses in the event of disaster.
- By aligning recovery strategies with real business needs and recovery plans (BCM), by establishing prioritized preventive strategiesfor the most critical services or CIs.
GREATER VALUE CREATED FOR THE BUSINESS
- By maintaining business operations or restoring them quickly after a serious outage of IT services, thus minimizing the economic lossesand/or the damage to the company’s reputation or image.
- By demonstrating the effectiveness of the DRPs applied and the cost savings,the reduction of unavailability of critical services and the organization’s capacity for resilience.
REDUCTION OF RISKS TO SERVICE CONTINUITY
- By mitigating risks and threatsthat could affect the availability and continuity of the services most critical for the organization.
- By reducing times requiredfor restoration in case of a severe service outage.
REDUCTION OF RISKS TO INFORMATION SECURITY
- By establishing continuity plansthat have been validated and proven, and that have taken into account aspects such as security during their definition, thus preventing improvisation that could be dangerous for the integrity and confidentiality of the information during restoration of services.
HIGHER QUALITY OF IT SERVICES PROVIDED TO THE BUSINESS
- Thanks to the proactive measures that reduce the risk of service outages, thus enabling users and the business to continue operating normallyfor a longer time, with fewer disruptions.
- By quickly reestablishing services critical for the business when disasters occur, thus preventing economic losses and damage to the public image.
- Native integration of the Service Catalogue, both with the business and with the technicians, as well with the CMDB to find out what technological infrastructure supports each one of these.
- Business Impact Analysis (BIA) for services and infrastructure to establish strategies oriented to reduce risks and/or to recovery.
- Establishing maximum tolerable periods of disruption (MTPD), maximum recovery time (RTO) or recovery point objective (RPO).
- Management or risks and threats to the services and infrastructure, by analyzing the real impact on the business, and by allowing for adoption of mitigating actions (integrated with Change and Release Management).
- Management of the complete life cycle of the Recovery Plans (definition, authorization, dissemination, review, tests), by integrating the plans into the service catalogue, the configuration management and the knowledge base.
- Data mining adaptable to each organization’s specific needs thanks to advanced reports, completely customized lists, and dashboards for interactive graphic presentationof the information gathered.
- Native integration with Proactivanet Service Desk (optional module) enabling linking of innovation tickets with continuity plans, analysis of problems or execution of changes that could affect the services or infrastructure that is within the scope of a recovery plan...
- Native integration with Proactivanet Configuration Management (CMDB) (optional module)
- Native integration with Proactivanet Remote Control(optional module) which enables remote access to the PCs, even without staffing (access at any moment), from or to PCs of the local network itself and/or connected directly to Internet.